There is a problem playing your video. It is could be that we don't support that format or it is not encoded correctly

  • 1
  • Problem
  • Updated 3 years ago
  • Solved
Hardware: Chromebox with 10GB memory
Software: Ubuntu 14.04.  Rise Player 5.11.20

we are having problem with video when no internet connectivity.  We get the error message "There is a problem playing your video. It is could be that we don't support that format or it is not encoded correctly".  
once we have internet, restarted the player and everything is fine.  All our videos are Webm format.  Below is a link to our presentation.  
https://apps.risevision.com/editor/workspace/dc017454-e2b1-40a2-8fb1-c479f6c260a7/?cid=507b4b4c-d614...
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EB Bradley

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Posted 3 years ago

  • 1
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Blake Freeman, Official Rep

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Hi EB,

I'm pretty sure this will be resolved if you uninstall the Rise Player Chrome Application in favor of the Rise Linux Player. The Rise Linux Player is our supported and currently developed player. It's available here. Please let us know the results!
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EB Bradley

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Do you have instructions to uninstall the Rise Player Chrome App?  
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Blake Freeman, Official Rep

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EB,

Just press control+w to exit the player, open Chrome, navigate to chrome://extensions and click the trash can next to the Rise Player extension.
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EB Bradley

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TY Blake.  Appreciate your quick solution.